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Customer service is the assistance and advice provided by a company to its customers. It can be done in person, online, or by automated means, such as AI chatbots or IVR. Learn more about customer service metrics, strategies, and challenges.
Technical support is a customer service that advises and assists users with technical products. It can be done online, by phone, or through chat, and it can be outsourced or in-house. Learn about the different tiers of technical support and their roles and responsibilities.
Learn what help desk software is, how it evolved, and what benefits and disadvantages it has. Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues.
Information technology (IT) is a set of related fields that encompass computer systems, software, programming languages, and data and information processing, and storage. IT forms part of information and communications technology (ICT) and has a history of development from ancient devices to modern computers.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
A service system is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers. Learn about the history, usages, and criteria of service systems from various literature and sources.
A customer experience system is a business and operational support system (BSS/OSS) intended to help service providers to improve customer experience. In the past, communications service providers ( wired communication , wireless , broadband cable , satellite ) and other companies competed through product differentiation and price points .